Senior Program Manager, Global Technical Support

Senior Program Manager, Global Technical Support, DublinClient:Location:

Dublin, Ireland

Job Category:

Other

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EU work permit required:

Yes

Job Reference:

cec65d72023c

Job Views:

3

Posted:

11.04.2025

Expiry Date:

26.05.2025

Job Description:

Location: Ireland (Hybrid or Home-based)

Position Summary:
Reporting to the Vice President of Global Technical Support, we are seeking a highly skilled and strategic Global Technical Support Program Manager to drive operational excellence, enhance global technical support processes, and lead key initiatives within our global technical support organization. This role requires a blend of technical expertise, program management skills, and cross-functional collaboration to optimize support services, improve efficiency, and elevate the customer experience.

• Develop a clear roadmap and execute global technical support programs to improve service delivery, efficiency, and customer satisfaction.
• Lead strategic initiatives to scale and enhance support processes, including automation, self-service, and AI-driven solutions.
• Define and track key performance indicators (KPIs) to measure the effectiveness of support programs and drive continuous improvement.
• Partner with regional support teams to align on best practices, standard operating procedures (SOPs), and knowledge sharing.

Operational Excellence & Process Improvement:

• Identify pain points in the support workflow and implement scalable solutions to optimize case handling and resolution times.
• Work closely with engineering, product, and IT teams to implement tools and technologies that improve support operations.
• Develop and maintain documentation, including process maps, playbooks, and escalation procedures.
• Establish quality assurance (QA) programs to ensure consistency in support responses and technical troubleshooting.

Stakeholder & Cross-Functional Collaboration:

• Act as a liaison between technical support, engineering, product management, and customer success teams to ensure alignment on customer needs.
• Advocate for support team requirements in product development roadmaps, ensuring product changes consider customer impact.
• Lead change management efforts related to support processes, ensuring smooth adoption across global teams.
• Drive training and enablement programs for support agents to enhance technical knowledge and service capabilities.

Customer Experience & Continuous Improvement:

• Monitor customer feedback, support case trends, and CES(CSAT)/NPS scores to identify areas for improvement.
• Develop and implement initiatives to enhance customer self-service options, such as knowledge bases, FAQs, and chatbots.
• Partner cross functionally to proactively address common technical challenges and reduce support ticket volume.
• Working with Global Support Operations leadership, leverage data analytics to identify trends, predict issues, and drive proactive support strategies.

Qualifications & Experience:

• Proven experience (10+ years) in technical support, program management, or a related field, ideally in a busy customer contact, global software / SaaS organization.
• Strong technical acumen, with experience in IT support, SaaS, cloud computing, or enterprise software.
• Program management expertise and certifications, including experience managing large-scale projects, process improvement initiatives, and change management.
• Excellent analytical skills, with the ability to interpret complex data and translate insights into actionable strategies.
• Strong leadership and stakeholder management skills, with experience working across global, cross-functional teams.
• Proficiency in support tools and platforms, such as CRM (Salesforce, ServiceNow), knowledge management systems and practices, and automation tools.
• Experience in ITIL, Six Sigma, or other process improvement methodologies (preferred).

What We Offer:

• A great Team and culture – please see our Recruitment Video.
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
• Competitive Salary and benefits.
• The opportunity to work within a global and diversely international team.
• A supportive and collaborative environment.
• Colleague Recognition Awards.

About Bentley Systems:
Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world's infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent's software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems' 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.

Equal Opportunity Employer:
Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.

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